Digital Future of Manufacturing

Industry-specific customization

Deloitte Cloud4M is specifically tailored to the needs of the manufacturing industry – from lead generation to after‑sales service and beyond. With Cloud4M, companies gain a unified view of their customers, all customer‑centric interactions, and connected assets. The deployment of the technologies required for digitalization is simplified, reducing the time needed for implementation. The solution also opens up a broad ecosystem of technology partners, whose applications can cover a wide range of use cases. These include, for example, B2B sales processes from initial contact to deal closure, including corresponding reporting capabilities for monitoring sales, multichannel customer service, and proactive machine maintenance as well as monitoring of service metrics.

Focus on the customer

Cloud4M unlocks potential across various dimensions specifically for the manufacturing industry. Companies connect with their customers in a new way: the customer experience is improved across all channels, and customer interactions take place via the customer’s preferred channel. Data‑driven insights enhance the understanding of customer needs, the offering, and the customer experience itself. Extensive automation capabilities also increase the productivity and quality of field service in the service and aftermarket sector. Predictive capabilities help anticipate and avoid technical problems, and quickly address them if they occur. This reduces costly downtime for customers due to repairs.

Future topic: After‑sales

A shift is emerging in the manufacturing industry given the current economic situation. Demand for new industrial equipment is declining as many customers aim to improve their liquidity and reduce investments. In response, numerous manufacturers are turning their attention to the promising growth potential in the aftermarket business. It is therefore even more important for companies to sustainably optimize their service through digital technologies. Cloud4M already includes the necessary capabilities: a 360‑degree view of assets, predictive service support, and IoT integration increase efficiency. An overview of assets and the possibilities offered by digital twins simplify customer service. Field service technicians always have the right information and tools at the right time, for example through the use of augmented reality (AR) for service technicians.

With Cloud4M, the service department now has an automated, connected workflow. A central dashboard manages the status of assets and processes, along with an overview of all key service KPIs. This approach enables the company to differentiate itself in the market through excellent service quality, increase customer satisfaction and loyalty, optimize machine availability, and ensure business continuity. The combination of Deloitte’s manufacturing expertise, Salesforce, and ecosystem partners delivers sustainable value.

If you are interested in this forward‑looking solution, please contact our experts — for example, to schedule an appointment at the Smart Factory in Düsseldorf, Deloitte’s innovation lab for Industry 4.0, where you can experience Cloud4M live.